ASB complaint?

Do you have a dispute or a bad customer experience with ASB? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

The ASB customer service number in New Zealand is 0800 803 804. In the ASB Mobile Banking app, Josie the chatbot answers questions and can pass you on to a member of the ASB team, and you can also talk to ASB in a branch. Have the last digits of your account or card, the dates and amounts involved and any reference number ready, and ask for the problem to be recorded as a complaint.

Payment taken from your account that you did not authorise? Start your complaint here as well, and we take it to ASB by email, social media and printed letters.

To dispute a card transaction with ASB, message Josie in the ASB Mobile Banking app, call ASB or visit a branch, and give the date, the amount, the business name, your reason for disputing it and any receipts or emails from the business. Tap the transaction in the app first: the extra details, such as the business name and location, often explain a charge you do not recognise. Card scheme rules set time limits counted from your statement, so raise a dispute as soon as you spot it.

If you think your card details were stolen, call ASB at once on the security number listed on the ASB contact page, and cancel and replace the card in the app.

Dispute declined and the money not returned? Open the case through our complaint process: our trained AI keeps coaching you on what to reply to ASB and when to push again.

To escalate a complaint with ASB, ask for it to be passed to one of the managers in ASB's Early Resolve team, which works through customer complaints, and quote any reference you were given. Set out in writing what happened, the dates and amounts, and the outcome you want, such as a fee refunded or a transaction reversed. ASB publishes a standard complaints guide and an Easy English version on its contact page. ASB's head office is in Auckland; the full address is in the contact details at the top of this page.

Yes: ASB Bank is a participant in the Banking Ombudsman Scheme, the independent scheme that looks into complaints about participating banks in New Zealand. The Banking Ombudsman Scheme generally expects ASB to have had the chance to put things right first, so keep a record of every call, chat, branch visit and complaint reference.

Loan, charge or card dispute with ASB? We help you write the complaint in minutes, using what worked in thousands of earlier complaint letters.

Be careful. ASB says its fraud team may call about unusual transactions, but it will never ask for your password, PIN or a code sent to your phone, nor ask you to type in a web address and enter your details. ASB can prove a call is genuine with a Caller Check sent inside its app.

Nothing has been reported about ASB here yet. Our research shows what typically goes wrong at large New Zealand banks: card transactions customers want to dispute, unauthorised payments and who carries the loss, unexpected account and card fees, home loan and lending decisions, and KiwiSaver or investment changes that take longer than expected.

Lost money to a payment you never authorised? Be the first to report it, and your case opens the record for the next ASB customer who loses money the same way.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of ASB through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with ASB can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.